SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Comply with service levels as set out in a Contact Centre Operation 
SAQA US ID UNIT STANDARD TITLE
10313  Comply with service levels as set out in a Contact Centre Operation 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of intermediate level service within the Contact Centre industry.


The qualifying learner is capable of:
  • Demonstrating an understanding of company specific service levels.
    Meeting and maintaining service levels. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent.
    Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. 
    		•

    UNIT STANDARD RANGE 
    This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate an understanding of company specific service levels. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. All relevant service levels are explained. 

    ASSESSMENT CRITERION 2 
    2. The purpose of service levels is described and explained. 

    ASSESSMENT CRITERION 3 
    3. The requirements of all relevant service levels are listed, described and
    explained. 
    ASSESSMENT CRITERION RANGE 
    Service levels include but are not limited to management, information systems, information on systems and wall boards, sign on time, abandoned rate etc., shift changes.
     

    SPECIFIC OUTCOME 2 
    Meet and maintain service levels. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Relevant company specific levels are implemented. 

    ASSESSMENT CRITERION 2 
    2. Implementation processes are monitored to ensure compliance. 

    ASSESSMENT CRITERION 3 
    3. Service level timeframes and targets are consistently met as per company specific requirements. 

    ASSESSMENT CRITERION 4 
    4. Potential constraints in meeting and maintaining service levels are identified
    and evaluated. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A broad understanding of Windows, Word and Excel operating systems.
  • An in-depth understanding of product and industry specific knowledge.
  • A general understanding of call centre specific service levels.
  • A basic understanding of reading and interpreting management information systems. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others in the achievement of service level requirements. 
    		•

    UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and activities responsibly and effectively in responding to and achieving service level requirements. 
    		•

    UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to the compliance of service levels. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively by demonstrating an application of the understanding of relevant service level agreements in relevant medium desired by client. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels impact on the overall success of the organisation. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
  • In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: developing entrepreneurial opportunities while complying with service levels. 
    		•

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  93996   Further Education and Training Certificate: Contact Centre Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  78964   Further Education and Training Certificate: Information Technology: Technical Support  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 
    Core  21791   National Certificate: Contact Centre Operations  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2009-05-05  Was SERVICES until Last Date for Achievement 
    Core  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. A4 Consultancy Pty Ltd 
    2. Academy at Vaal Triangle (AVT 
    3. Academy of Training and Allied Services Pty Ltd 
    4. Acorser Corporate & Business Consulting t/a Acorser Academy 
    5. Advanced Assessments and Train 
    6. Affirmations Training 
    7. Afrika Tikkun 
    8. All Nation Group Five Trading and Projects 
    9. Amadi Institute of Management And Technology (Pty) Ltd 
    10. Amilak Training Center 
    11. Angie Technologies 
    12. Answer The Call Skills ands En 
    13. APEXEA 
    14. ATTI (Advanced Technonogy Training Institute) 
    15. ATTI IT SOLUTIONS (Bloemfontei 
    16. ATTI Kimberley 
    17. ATTI Nelspruit Pty Ltd 
    18. Atvance Institute (Pty) Ltd 
    19. Awona Technologies cc 
    20. AWRISE 
    21. Bacom Computers 
    22. Balefile Trading and Services 
    23. Basadipele Skills Development and Training 
    24. Bavelile Consultants and Training Pty Ltd 
    25. Bells Technical College 
    26. Blue Ora Pty Ltd 
    27. Boland College 
    28. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    29. Brainwave Projects 1430 cc 
    30. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    31. Cape Innovation Technology Initiative 
    32. Careers IT 
    33. City College 
    34. Claas Illustration 
    35. Clean Heat Academy 
    36. College Africa Group (Pty) Ltd 
    37. COLUMBUS TECHNOLOGIES PTY LTD 
    38. Comfortable Tech 
    39. Common Vision Young Specialist Trading cc 
    40. Compus training institution 
    41. CSL Accountants 
    42. CTU Training Solutions 
    43. CYBAX SYSTEMS 
    44. CYBER-CITY IT SOLUTIONS 
    45. DAB Health Care Centre 
    46. DC Dynamic College of Commerce 
    47. Dee's Training (Pty) Ltd 
    48. Delight Computer Training 
    49. Dibana Business Consultants 
    50. DVG Media Training 
    51. DYNAMIC DNA (PTY) LTD 
    52. Dynamic Dyvention Trading and 
    53. EAST LONDON MANAGEMENT INSTITUTE 
    54. ED-U Options Academy 
    55. Edging Forward Training and Co 
    56. EHLANZENI TVET COLLEGE 
    57. Ekasi IT Solutions Centre 
    58. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    59. Elchees Software Solutions 
    60. Embroser Solutions Pty Ltd 
    61. Epitome Villa (Pty)Ltd 
    62. Eshybrand Pty Ltd 
    63. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    64. Falcon Business Institute (Pty) Ltd 
    65. Finweb Business Consultancy 
    66. Forek Institute of Technology (Pty) Ltd 
    67. Foster-Melliar (Pty) Ltd 
    68. Four Stars Communication 
    69. Fourways Private College 
    70. Fullimput108 (Pty) Ltd 
    71. Futurekids SA (Fochville) 
    72. GCABS 
    73. Genii Institute PTY LTD 
    74. Gijima Holdings (Pty) Ltd 
    75. Global Institute for Capacity 
    76. Godisang Development 
    77. Growth Management Consulting cc 
    78. Guest Resource Services 
    79. Gurandbuilt Management Development 
    80. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    81. HILLCROSS BUSINESS SCHOOL (PTY 
    82. Hlanganani ICT (Pty) Ltd 
    83. Home of Compassion/Grace Ministries 
    84. HUAWEI Technologies Africa (PTY) LTD 
    85. iCollege College 
    86. Ikusasa Technology Solutions 
    87. Ikusasalethu Youth Development 
    88. iLearn Corporate Services PTY LTD 
    89. Impact Sourcing Academy - NPO 
    90. Information Technology Resource Centre 
    91. Ingomsotech Solutions and Trai 
    92. INSIGHTTECH COMMUNICATIONS Pty 
    93. Institutional Higher Education 
    94. intelliscient Technologies (Pty) Ltd 
    95. Isivande Projects 
    96. ISOLVE BUSINESS SOLUTIONS PTY LTD 
    97. IT Academy 
    98. IT Labs Consulting 
    99. IT-HI-Q Training (PTY) Ltd 
    100. Ithemba IT Solution 
    101. Jeppe College of Commerce and 
    102. Jonda Learning Academy 
    103. K Boneng Consulting Services P 
    104. Keep The Dream 285 
    105. Kgolo Institute 
    106. King Sabata Dalindyebo TVET College 
    107. Kingswood Academy 
    108. KT Mobile Services 
    109. Kundani Trading 
    110. KVR Training and Business Solutions 
    111. Learnfast Training Solutions ( 
    112. Leseding Computer Systems 
    113. LETAGO DEVELOPMENT CONSULTING 
    114. LIMPOPO COMPUTER COLLEGE BK 
    115. LINKINGNOTES 
    116. Loomee Group 
    117. LUPHINDI BUSINESS SOLUTIONS 
    118. Makhophila Training 
    119. Malope IT Solutions 
    120. Mamelodi Digital Centre cc 
    121. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    122. Mash Computer Training 
    123. MBOWA COLLEGE PTY LTD 
    124. Metanoia Ratings PTY LTD 
    125. Mmanape Private Technical Coll 
    126. MMELA VILLAGE TECHNOLOGIES (PT 
    127. MND Training and Projects 
    128. Mogapi Education Group 
    129. MOKALENG IT 
    130. MORTERBOARD TRAINING SOLUTIONS 
    131. Mothusi Management Consultants 
    132. Moving Ahead Development Agenc 
    133. Mpande Technologies cc 
    134. Mufuka Business and Technical 
    135. Multi Tech College 
    136. Nape Angwato Trading 
    137. NBC Technologies 
    138. NCC - Vereeniging 
    139. New Trend Computers cc 
    140. Nkangala Skills Centre 
    141. Nolwazi Stem Education for The 
    142. Ntandokazi Holdings Pty Ltd 
    143. Nyankwavi Inverstment 
    144. Nyathela Business College 
    145. Olrich Home of Technology 
    146. On the Ball College Pty ltd 
    147. OPELONG BUSINESS INSTITUTE (PT 
    148. Overcomers Training College (P 
    149. Petcon Capacity Building Solut 
    150. PLATINUM PEAK CONSULTING (PTY) LTD 
    151. Polokwane Technology Institute (Pty) Ltd 
    152. Pretoria Technical College 
    153. Priha Projects Pty Ltd 
    154. Progressive School of Business 
    155. Prophesy Training College (Pty) Ltd 
    156. PROSERV SA (PTY) LTD 
    157. QUALITATIVE INNOVATIVE SOLUTIONS 
    158. QUARPHIX (PTY) LTD 
    159. Rand Training College 
    160. Rasinkhu Investment (Pty) Ltd 
    161. Resisa Logistics cc 
    162. Revival Technologies and Academy 
    163. Richfield Graduate Institute of Technology Pty Ltd 
    164. Rofane Consulting 
    165. Rostec Technical FET College (Pty) Ltd 
    166. SA College of Technology (PTY) 
    167. Sabile Human Resources Consult 
    168. SANDM IT TRAINING (PTY) LTD 
    169. Silulo Ulutho Technologies 
    170. Sivile Housing Association RSA 
    171. Sokwanya Trading (Pty) Ltd 
    172. South Africa Advanced Skills Institute(SAAI) 
    173. Spears Business and Life Couch Consulting (Pty) Ltd 
    174. Spina Consultancy 
    175. SPLS Consultants (Pty) Ltd 
    176. SUCCESS BUILDERS INTERNATIONAL CC 
    177. Success Christian Training Cen 
    178. Supreme ICT Consultants 
    179. Synergy Transformation Solutio 
    180. Taal-Net Training Institute 
    181. Tau Ya Mariri Consulting 
    182. TBL Empowerment Hub 
    183. Tech-Com Solutions cc 
    184. Techtisa (pty) Ltd 
    185. Terry Computer Services cc 
    186. The Finishing College (Pty) Lt 
    187. THE SKILLS DEVELOPMENT CORPORA 
    188. Think Tank T2 (Pty) Ltd 
    189. Tinotel Communications 
    190. TIPP ACADEMY (PTY) LTD 
    191. Titan Trade Technologies 
    192. Tlou Foundation College 
    193. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    194. Tshiredo Training Academy 
    195. Tshwane College of Commerce an 
    196. Tsima Consulting Development S 
    197. TSP COLLEGE 
    198. Two Aces Learnerships 
    199. Ukwazi Academy and Corporate S 
    200. Urban Journey 
    201. Varsity Institute of Science & Technology (Pty)Ltd 
    202. Vastratech Pty) Ltd 
    203. Visionary Skill Academy 
    204. Vodacom (Pty) Ltd 
    205. VSS College (Pty) LTD 
    206. VUTHLARI MARKETING CONSULTING 
    207. Wavelengths Technology Training Institute 
    208. Wellinkwise Pty Ltd 
    209. Whitestone College 
    210. WORK SKILLS RESOURCES CC 
    211. Working Solution International 
    212. Xylo Trading 12 (Pty) Ltd 
    213. YAB Business Solutions (Pty)Ltd 
    214. YITRO INNOVATIONS 
    215. Yonet Training Academy 
    216. Youth Media Movement 
    217. ZA WIT (PTY) LTD 
    218. Zikode Development Trust 
    219. ZJ Africa Learn 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.